Workforce Traffic Manager

Responsibilities

• Maximize occupancy and service level through real-time and intraday monitoring and analysis of contact volumes and AHT to forecast, management of staffing to requirements, adjustments to staff requirements (including OT and VTO), setting primary/secondary/reserve skilling, maintain staffing line adherence, and coordination of decentralized Workforce Management resources for outsourcer and Charter's virtualized contact centers.
• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Review, analyze and assess the Forecasting and Staffing Analysts' contact and FTE forecasts to ensure the forecasts are accurate given recent results, trends in contact volume and AHT, as well as site level staffing attainment.
• Update intraday (interval) contact volume and average handle time for all call types and contact centers based on global forecasts and real-time trends.
• Make manual adjustments in eWFM to account for out-of-pattern days, including days after holidays, PPV events, or outages.
• Adjust, in eWFM, next day forecasts to reflect the current view of staffing requirements. Enter updates into the WFM Portal to adjust staffing needs as required.
• Negotiate with sites, as necessary, for new staff attainment (including best effort OT and VTO) to maximize service level and occupancy.
• Monitor and manage intraday staffing in internal and outsourced contact centers to ensure balancing of staff requirements (attaining similar OT and VTO goals in proportion to existing staff and currently attained OT and VTO) and compliance to forecast agreements.
• Provide guidance and coordinate internal and outsource Workforce Management teams in administering real time overtime and voluntary time off activities.
• Communicate to internal local staffing and outsource centralized teams to identify trends in absenteeism, turnover, and other events impacting staffing availability